Lead Problem Manager

Location:

Sofia (1407) – Bulgaria

Salary:

Competitive

Type:

Permanent

Main Industry:

Search Information Technology Jobs

Other Industries & Skills: 

Manufacturing

Advertiser:

SAP

Job ID:

130856893

Posted On: 

26 July 2024

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

 

The newly created GCS Quality Management team will oversee all activities and tasks needed to maintain a desired level of excellence. This includes the determination of a quality policy, creating and implementing quality planning and assurance, and quality control and improvement. With focus on an evidence-based decision making process, the office will engage with all teams within GCS to improve its effectiveness and efficiency on a

continuous basis.

The QM team will be involved in the entire E2E process within the infrastructure landscape: from quality analysis and optimization of the major incident management stage to the mid/long term analysis of operational performance and lead up to the orchestration of preventive measures, all this and more under the GCS Continuous Improvement initiative.

The scope also includes the problem management process covering the materialization of the RCA, both technical as well as customer facing. This will be enhanced via the Customer Engagement Management for RCAs and include a sustained process governance for the area.

The GCS AlwaysOn Program Management covering the org-wide quality improvement steering and marketing thereof is also under the umbrella of the GCS Quality Office.

The team includes experts in problem management and experienced analysts with a strong knowledge of information calibration. They will bring not only a depth to the wide range of topics but also engage in a critical reevaluation of the organizational standards of GCS.

Responsibilities

•Managing and coordinating the root causes analysis incidents and defining the measures that contribute to the

overall improvement of IT operations and its processes.

•Plan, lead and control Problem Management with focus on prevention of Incidents.

•Take over responsibility for problem management of Major and high impact Incidents

•Organize, structure and steer problem management calls with all necessary participants such as operations,

service delivery management, technical experts and suppliers

•Conduct the Root Cause Analysis (RCA) and identify technical root cause

•Request official root cause statements from suppliers

•Obtain the agreed CBI, responsibility and final downtime from the service delivery management•conducting quality assurance of the RCA documents and providing corresponding feedback

•Identify all possible improvements regarding processes, people, governance and platforms

•Assuring that the necessary sustainable solutions with committed responsible persons and due dates are

recorded;

•Coaching/mentoring and training of Problem Managers

•Provide regular (daily) status updates on progress

•Request reproduction of incident situation from involved suppliers to identify technical root cause (if applicable)

•Responsible for overall incident reporting (Root Cause Overview, corrective measures tracking list)

•Providing regular KPI calculation and reporting results to senior and top management

•Co-designing of new KPIs

 

Experience

•6 years’ experience within the IT environment and processes

•4 years’ experience in management position

•Detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM

Requirements

•Experience in large, complex and international projects

•Very good practical skills of project management methods

•ICT-Operations-Know-How (previous experience in technical positions)

•Practical knowledge of Quality Management and Problem Management

•Experience of organizing and leading teleconferences and meetings

•Analytical thinking

•Advanced level of MS Excel usage

•Very detailed knowledge about ITIL v2 or v3 especially about Service Operations INM, PRM, CHM

•Very detailed knowledge of Quality Management (e.g. Indicators reporting, Management systems, Excellence

Program, Quality-Tools)

•Excellent management, problem solving, communication, interpersonal, and organizational skills

•Excellent judgment, tact, and decision-making ability

•Excellent ability to work effectively with clients and other senior to top management personnel

•High degree of initiative, responsibility, reliability and proactive action

•Very structured and self-reliant way of working

•Very strong analytical skills required, pro-customer orientation on a high-level

•Very high degree of initiative, responsibility, reliability and proactive action

Education

•University degree (or equivalent)

Languages

•English: B2 (written and spoken) is the minimum

•German: A1 – A2 (written and spoken) is an advantage

 

We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: Careers.NorthAmericasap or Careers.LatinAmericasap, APJ: Careers.APJsap, EMEA: Careerssap.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:

399700 | Work Area:

Information Technology | Expected Travel:

0 – 10% | Career Status:

Professional | Employment Type:

Regular Full Time  | Additional Locations: 

To help us track our recruitment effort, please indicate in your email/cover letter where (vacanciesineu.com) you saw this job posting.